217 results found

1. Import RingEX IVRs to RingCX

   1. Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.

   This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.

   1. Problem Statement
      "Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both platforms, leading to configuration mismatches and frustration during customer migration."

   2. User Personas
      Implementation Specialists / Professional Services: Needs to migrate large enterprise customers efficiently.

   IT Administrators: Needs a self-service, intuitive way to move their own call routing from RingEX to RingCX without starting from scratch.

   1. High-Level Requirements & User Stories User Stories As an Admin, I want to select a specific IVR menu in RingEX and export it as a standardized file (e.g., JSON/ZIP) or sync it directly via API.

   As an Admin, I want to upload this file into RingCX and see a "Mapping Preview" so I can resolve any disconnected destinations (e.g., mapping a RingEX extension to a RingCX Queue).

   As an Admin, I want all associated audio prompt files (.wav / .mp3) to be transferred automatically into the RingCX Audio Library.

   1. Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.

   This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.

   1. Problem Statement
      "Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both… more

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2. hashtag # in RCX (IVRs and queue events)

   customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

   45 votes

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3. Ability to filter the number added in route properties for all workflows

   Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.

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4. Manually assign call back request to agents

   Manager would like the option to assign out callback to agents and then have agents pick up those calls once available

   12 votes

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5. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

   Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
   The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

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6. Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the process if they wish to continue with requeue, losing their original place in line from the first attempt.

   Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

   We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the… more

   23 votes

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7. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

   At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

   At present, this appears to be a feature limitation, as there is no option to:

   Customize this message, or

   Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

   Feature request:
   We are requesting the ability to either:

   Configure a custom callback confirmation message, or

   Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

   This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

   Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

   5 votes

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8. Cancelling a requeued call

   Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.

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9. Digital interaction routing to next available agent

   Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.

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10. RNA Priority Routing

    Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.

    5 votes

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11. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

    Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

    Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

    This function needs to exist so that our Agents can better identify our customers as the call in.

    •  

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    25 votes

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12. Transcriptions for voicemail email notifications in RingCX

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.
    The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
    The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

    Business Value:

    Improves accessibility and readability of voicemail messages
    Reduces the need to download and listen to voicemail recordings
    Aligns RingCX capabilities with existing RingEX functionality
    Enhances customer experience and operational efficiency

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.… more

    5 votes

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13. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    7 votes

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14. Caller ID Override for Callbacks in RingCX

    Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.

    Looking to have a feature or option to set the forwarded number (external number) as the caller ID.

    17 votes

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15. RingCX Voice Connection (RingCentral Phone) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    Customers migrating to RingCentral Phone expect full call handling capabilities within the app, including the ability to transfer calls to RingEX users (e.g., voicemail boxes). The current behavior results in failed transfers and operational friction.

    Requested Enhancement:
    Enable full call control within the RingCentral App when "RingCentral Phone" is used as the voice connection in RingCX, or provide native support for transferring calls to RingEX voicemail within the current setup.

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail… more

    3 votes

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16. RCX | Whisper greeting

    Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.

    3 votes

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17. RCX | Allow 1 number to be used for both Voice queue and SMS channel

    Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.

    3 votes

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18. Enhancing Queue Event Management

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. Queue Event “Repetitions”
       There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

    3. “Position in Queue” and “Estimated Wait Time”
       Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

    4. “Comfort Prompts” (Overlay Logic)
       Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. … more

    6 votes

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19. Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue

    Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

    We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however, since it is being done via a requeue, the caller is technically sent to the "end of the line" of the queue as their place in queue is not held.

    Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

    We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,… more

    4 votes

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20. RingCX Voice Queue Call Distribution

    The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.

    18 votes

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